Cancellation and Rescheduling Policy
This policy explains how cancellations and no-shows are managed on the Zoomly platform (App). When we say we, us or our, we mean Zoomly Ride Pty Ltd t/a Zoomly (ABN 49 676 476 832).
The short version
- Two or more business days notice. Nothing to pay
- Less than two business days, or nobody is there. We may charge the full shift fee
- If we cancel, you are not charged
- If your support worker is more than 20 minutes late, cancel it. No fee
How to reschedule a booking
If you need to change the time, date, or duration of a confirmed booking, you must update the booking through the App as soon as possible.
You must give at least 2 business days' notice before the start of the booking to reschedule. You can reschedule a shift within 7 calendar days of the original booking through the App. If you wish to rebook outside this 7 day window, you can cancel your booking and book a new shift.
While we will do our best to ensure that you have the same worker for your rescheduled booking, if the original worker is unavailable, we may assign a different worker.
If you end a booking early, you will be charged for the support delivered up to that point. Where you have given us less than 2 business days' notice, we may also charge a cancellation fee for the remaining booked time.
Weekends and public holidays. Services delivered on weekends and public holidays cost more than services delivered during the week. You can see the prices we charge in your services agreement with us.
How to cancel a booking
You may cancel a booking through the App. If you need to cancel, you should update the booking through the App as soon as possible.
We may charge a cancellation fee if you have not given us enough notice, as set out below. This is because we still need to pay our staff if you cancel.
| Scenario | Required notice | What happens |
|---|---|---|
| Standard cancellation | 2 or more business days before the shift | No fee charged. |
| Short notice cancellation | Less than 2 business days before the shift | We may charge the full shift fee. |
| No show | You are absent or unavailable from the support shift | We may charge the full shift fee. |
Exceptions
We will not charge a cancellation fee if:
- you or your primary carer is admitted to hospital or attends an emergency. You should let us know as soon as possible if this occurs; or
- the support worker is able to rebook with another participant for the scheduled time.
If your support worker is late
Support workers are sometimes delayed by traffic, an earlier booking running over, or something else outside their control. Where you can, give them a little time and message them through the App to check where they are.
If your support worker is more than 20 minutes late and has not arrived, you can cancel the booking, and we will not charge you a cancellation fee.
When you cancel for this reason, select it on the cancellation form so we can follow it up with the support worker.
Cancellations by us
We may need to cancel some support shifts that have already been booked if we do not have a staff member that can help you.
We will always try our best to make sure we provide someone, but we may not always be able to do so.
If we cancel a booked shift, you will not be charged for that shift. You must let us know if you have specific needs or are at high risk of harm if a support shift is cancelled.
Policy updates
We may update this policy from time to time by publishing it on the App.
Questions and support
If you have any questions about this cancellation policy, please contact us at support@zoomly.au, or ring us on 1300 918 981, 8am to 4pm Monday to Friday.